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Job Overview To provide 1st and 2nd line technical support for IT services to all NHS staff within any site of the Acute Trust (Whiston, St Helens, Newton, Southport Ormskirk Hospitals), Primary Care, ICB, General Practices and Community Clinics, during the hours of 8:00am and 8:00pm to the agreed working attendance.
The JD & PS are currently under AfC review and are subject to change
Main duties of the job
Post holder will be required to participate in an out of hours on call arrangement, providing 1st and 2nd line support, both remotely and on site, to all partner and customer organisations that are supported by
MMDA on a rota basis to cover 24x7x365
To provide 1st and 2nd line technical support for IT services to all NHS staff within any site of the Acute Trust, Primary Care, ICB, General Practices and Community Clinics, during the hours of 8:00am and
8:00pm to the agreed working attendance.
Working for our organisation
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 10,500 dedicated and skilled staff across 21 sites.
Our Services
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements
- Rated Outstanding by CQC Inspection August 2018
- Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
- National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme.
You will be expected to undertake the Trusts’ commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.
Detailed Job Description And Main Responsibilities
Post holder must have an in depth knowledge of all computer hardware and software technology used within Acute Trusts, Primary Care Trusts and the General Practices.
Post holder will offer telephone, remote and desktop support to all IT equipment owned by the trust across any required site.
Creating and managing a weekly work schedule whilst responding to urgent requests that are reported through the IT Service Desk.
Regularly performs all system hardware and software housekeeping for the applications and systems supported by the Informatics team. This will involve the development of in house systems used throughout all offices that are visited.
Provides essential hardware and software application support and ensures that these technologies are appropriately supported and updated to the needs of the Acute Trusts, ICB, GP practices and surrounding community clinics.
Post holder will be required to report all incident details using the IT call logging tool ensuring a high level of accuracy is achieved at all times though advanced keyboard skills. Post holder will be required to maintain the information stored on the call logging database to ensure its integrity and relevance, along with other systems such as the purchasing database, user management system and Enterprise Manager.
Post holder will be required to solve a wide variety of IT problem incidents on a daily basis
Post holder will be required to respond to Hardware and Application Software failures on a daily basis, ensuring a complete fix is secured by replacing equipment or complex analytical testing to determine the problem.
Maintain adherence to Local and Statutory regulations relating to the use/misuse of data and computer facilities in particular the Data Protection Act and Copyright laws
Post holder will be required to Project lead support with regards to the installations of key developments, new system technologies and operational changes that require information technology.
This will include the undertaking of system testing to ensure compatibility with existing systems.
Post holder will be responsible for the installation, repair and maintenance of IT equipment and software packages, ensuring the process is efficient and effective whilst minimizing user disruption and following health and safety guidelines.
Post holder will have excellent communication skills in order to liaise with staff at all levels throughout the organisation and also external support groups for specialist software and hardware.
Post holder will be responsible for the development and distribution of new and revised polices throughout the Local Primary Care Trusts and the General Practices, ensuring implementation within the workplace.
Post holder will act independently off site. Referring any major issues when necessary.
Post holder will be required to visit numerous sites across the large area covered by the trust and as such must have a valid driving license.
Post holder will hold responsibility to distribute new or updated equipment when necessary using their initiative to assess the needs of the department.
Be aware of all current legislative conditions particularly the Data Protection Act 1998 and the Computer Misuse Act 1990 and undertake duties in accordance with this legislation.
In the course of your employment you may come into contact with confidential information relating to both patients and staff. Strictest confidentiality must be maintained at all times and failure to do so may result in dismissal.
Clinical & Professional Responsibilities
Maintain adherence to Local and Statutory regulations relating to the use/misuse of data and computer facilities in particular the Data Protection Act and Copyright laws
Administrative Responsibilities
To report all user incident, problem and request details using the internal ITSM Service Desk tool, observing existing procedure and change control
Teaching & Training Responsibilities
To take an active role in own personal development, participating in courses offered for development.
Post holder will be required to give basic on-site training in all systems to staff requirements.
Person specification
Qualifications
Essential criteria
- Educated to degree level within IT field or have experience in an IT operational support role
- Experience of using relevant NHS systems
Desirable criteria
- Working towards relevant professional qualification i.e. Microsoft Certified Systems Engineer, Comptia A+ Certification
Knowledge And Experience
Essential criteria
- Clear focus on IT support services, the ability to identify and meet the organisations expectations
- Desktop and Remote management support technologies
- Effectively anticipate changing situations on a continuous basis
- Ability to produce clear and comprehensive reports
- Strong Communication and presentation skills
- Able to manage own work load and delegate to others
- Able to act independently, referring any major issues as necessary
Desirable criteria
- Considerable experience of working in an Operational technical support environment
- Experience of working within projects that are part of the NHS National IM&T Strategy
- Motivated by new technologies and innovative in their deployment
- Assess, control and resolve problems using the latest remote management technologies and tools
- Provide the highest possible quality of service to users
- Provide first line support for all operational administration clinical services as agreed under the service levels
- Knowledge of NHS National IM&T Strategy
Skills
Essential criteria
- Ensure that the quality of work is of high standard with respect to installation of hardware and application software
- Ability to identify the organisation user requirements
- Ability to work under pressure
- Leadership skills and dedication for implementation of new technologies
Desirable criteria
- Very organised and methodical in approach, pays attention to detail
Other
Essential criteria
- Driving License
